Can artificial intelligence bring more meaning to our work?By Joseph Walsh,
It can be difficult to get creative at work. Most jobs have aspects that are dull, monotonous and routine. The need to keep doing the same thing, over and over again can drive down motivation and destroy creativity. So what if there was a way we could bring more meaning to our work?
Workers need to focus on more stimulating activities
Research from the McKinsey Global Institute claims 60 per cent of jobs could have up to 30 per cent of their activities automated over the next five years or so. This is great news, as workers need an injection of energy into their daily work lives. They need freeing up from the repetitive nature of mundane tasks to focus on more challenging work. This is backed up by studies from Gallup that found 87 per cent of workers were either ‘not engaged’ or ‘actively disengaged’ from their jobs. Further studies from Deloitte report that ‘only one in five workers are fully engaged in their work’.
Machine learning and artificial intelligence to automate boring tasks
Automating tasks like managing inboxes, booking timesheets and re-keying data into multiple systems is now possible thanks to machine learning and artificial intelligence. Implementing these new technical innovations correctly can support people with their jobs, giving them more time to focus on challenging activities and bringing more meaning to their work day.
Technology driving the need for a new skill set amongst workers
With routine tasks being automated, workers need to be equipped to work on the new challenges they face at the office. Chief HR and strategy officers identify the top three future jobs skills as; complex problem solving, critical thinking and creativity. Not only can artificial intelligence help create the time to focus on these skills, it can also support in the execution of these skills.
Artificial intelligence amplifying the ability to solve complex problems
AI virtual assistants are being deployed in contact centres around the world to help agents solve cognitive complex problems. For example, a person organising a wedding in a foreign country. They’re trying to manage the logistics of multiple family members starting their travel from different places. Systems will run all the different permutations of multiple flights, car and minibus hire, accommodation across different durations in different locations, visa requirements and more. This gives the agent time to focus on human skills like empathy. Perhaps a special dress needs extra special treatment?
Artificial intelligence to enable critical and creative thinking
Real Time Speech Analytics (RTSA) is helping companies stick to regulatory requirements across contact centre organisations. RTSA monitors the customer’s and agent’s speech, providing live feedback to agents as well as supervisors. When an agent needs support, a supervisor can quickly be on hand or intervene on the call if needed. The RTSA can indicate when a vital piece of information has been missed by their agents. And agents can be prompted to include information like terms and conditions, prices and return policies.
To keep reading about how artificial intelligence can augment humans in the workplace and bring more meaning to our professional lives, download our latest whitepaper here.